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Bug
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Resolution: Fixed
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Medium
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3.16.0, 5.4.20
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None
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15
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Severity 3 - Minor
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4
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Issue description
When a Jira user is added as participant of a Service Desk request, this user should be treated as a customer and therefore should not be able to receive any Jira Core notification (notifications configured in the Notification Scheme, and meant for agent users).
This behavior:
- is described in the documentation Managing service desk notifications
- is addressed in the feature request JSDSERVER-6248
There are 2 scenarios where the notification mechanism is not consistent:
- Scenario 1: if a user is a participant of a Service Desk request and mentioned in an internal comment, this user won't receive a JIRA Core notification from this comment (expected behavior)
- Scenario 2: if a user is both a participant and a watcher of the ticket and mentioned in an internal comment, then this user will receive a Jira Core notification from this comment (unexpected behavior)
The inconsistency between these 2 scenarios does not seem to be intentional therefore is a bug.
Expected behavior
We would expected both scenarios to lead to the same result: in both cases, the user should not receive any notification from an internal comment, since this user should be treated as a customer.
Therefore, the scenario 1 is correct (based on the design), but not the scenario 2.
- causes
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- Waiting for Release
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- is duplicated by
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- Closed
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- is related to
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JSDSERVER-3410 Send notifications to Service Desk Agents for updates on issues where they are also a request participant, reporter or member of the organization
- Closed
- relates to
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- Gathering Interest
| Form Name | |||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|
[JSDSERVER-6269] Inconsistency with how Jira notifications are sent to users treated as Customers when they are mentioned in a ticket
| Comment |
[ Hello,
- *Scenario 2:* if a user is *both a participant and a watcher* of the ticket and mentioned in an internal comment, then this user will receive a Jira Core notification from this comment (unexpected behavior) Is this scenario fixed? We are using the cloud version and a can still reproduce this behavior. ] |
| Link | New: This issue causes JSDSERVER-16061 [ JSDSERVER-16061 ] |
| Remote Link | Original: This issue links to "Page (Atlassian Documentation)" [ 466991 ] |
| Resolution | New: Fixed [ 1 ] | |
| Status | Original: Waiting for Release [ 12075 ] | New: Closed [ 6 ] |
| UIS | Original: 3 | New: 4 |
| UIS | Original: 4 | New: 3 |
| Fix Version/s | New: 5.17.0 [ 107827 ] |
| Status | Original: In Progress [ 3 ] | New: Waiting for Release [ 12075 ] |
| Status | Original: Short Term Backlog [ 12074 ] | New: In Progress [ 3 ] |
| Assignee | New: Benjamin Suess [ c8bcca445054 ] |